Empleos de my office manager

Introduction
IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.

Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client's needs.

IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Your Role and Responsibilities
Mission:
Cross Platform Client Advocacy team (DM) partners with IBM Clients (external/internal) and IBM Delivery Support teams to ensure the best client support experience possible. DM immediately assume the role of client advocate and engages the necessary resources to progress or resolve the client's problem. Knowing that very satisfied customers are loyal, DM is focused on improving the client experience. Our goal is to embrace innovative solutions and support services IBM is providing to our clients.

Duty Manager Job Description:
As a Duty Manager, you will be responsible for the management of escalated cases, ensuring that they are managed by the correct technical resources or other cross organization resources. Ensuring timely assignment and resolution of business impacting events. DM is also responsible for communicating with management and stakeholders, while coordinating engagement with technical teams.

Responsibilities:
1. Client Advocacy: Assist with addressing support related questions, case engagement to drive a positive client experience by real time engagement.
2. Escalation focal point: Case needs escalation. Work with the client and the technical team to find the right technical skills to address the issue at hand.
3. Management/technical/process notification: Addressing any issues encountered from the tech or process improvements
4. Monitoring of critical situations S1/SD. Ensuring resource assignment, Monitoring and ensure timely problem resolution, Emergency Response Manager engagement.
5. Expediting service delivery issues: Responsiveness, professionalism, skills, etc.
6. Able to succeed in complex and stressful situations
7. Reporting on incidents and trends.
8. Overseeing multiple teams engagement to ensure continuity of an escalated incident
9. Make and execute decisions on behalf of IBM management that could directly impact client satisfaction.
10. Case management: Updating Case properly with action items discussed with client, next action, and root cause identification (DM cause code), etc.
11. Support IBM potential revenue opportunities by Initiate billable on-site service requests: Expert Lab Service

Duty Manager Process At-a- glance

• Process begins with a technician or a Receive Call (RC) agent contacting the Duty Manager (DM) muster answer line with question or whatever the issue the caller presents them with.
• This could be a support delivery related questions or an escalation from a caller (internal or external)
• DM accept the call and discuss the issue with the caller
• DM assess the situation for resource coordination
• Examples of calls:
• System down notification
• Responsiveness
• Technical skills/knowledge
• Time to resolution
• Media related / Fix Central related issues
• Service Request (IBM Portal Related / My Support)

Required Technical and Professional Expertise

• Fluent in English
• Very strong communication skills, both verbal and writing.
• Excellent interpersonal skills
• At least 2 years’ experience in Performing Problem management, technical support, incident management or escalations support.
• Availability to work from 2PM to 10PM (totally remote work)
• Ability to work well under pressure and meet deadlines
• Strong organizational and time management skills
• Strong analytical and problem-Solving skills – complex situations require quick action and collaboration to progress or find delivery solutions.
• Technical knowledge and experience with Power products are a plus
• Experience with case management, support reference, processes and procedures
• High level expertise in MS Office tools.

Preferred Technical and Professional Expertise

• ITIL knowledge and/or certification is a plus
• Project management skills

About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.